Sainsbury’s rolls out fuelService app to enable disabled drivers pre-book refuelling assistance

Sainsbury’s rolls out fuelService app to enable disabled drivers pre-book refuelling assistance

 

Sainsbury’s has rolled out an app with not-for-profit organisation fuelService to enable drivers to pre-book assistance when refuelling their cars at a Sainsbury’s petrol station

  • fuelService app enables disabled and vulnerable drivers to ask ahead for assistance
  • Sainsbury’s hopes to give disabled drivers the flexibility to travel with the confidence of knowing someone will be there to assist them
  • The service will initially be available at over 300 Sainsbury’s petrol stations 

London, 2017-Oct-10 — /EPR Retail News/ — Sainsbury’s has rolled out an app with not-for-profit organisation fuelService to enable drivers with disabilities or impairments to pre-book assistance when refuelling their cars at a Sainsbury’s petrol station. Drivers are no longer at risk of being left waiting, or forced to drive to other petrol services unsure if a member of staff has seen them.

fuelService is an app or telephone service that enables customers to locate a petrol station that offers assistance and ask staff if they will be able to help before driving there, it then lets the station know when they arrive. Sainsbury’s colleagues can quickly respond to a request from drivers and let them know if they will be available to help within the next 30 minutes.

On acceptance of the request, the station will be notified when the customer parks up and which pump they are at. By simply pressing a button, staff can acknowledge their arrival and inform the customer how long they will be.

Following a successful trial in 58 stations, fuelService and Sainsbury’s will now roll the service out to over 300 petrol stations across the UK, including areas such as London, Manchester, Cardiff and Edinburgh.

The service is available primarily via an app on IOS, Android or Windows Phones, with an interactive telephone line, SMS and online booking options also available. It will be open to customers seven days a week at all participating stations.

Sainsbury’s is the first UK supermarket to offer this service and hopes to give disabled drivers the flexibility to travel with the confidence of knowing someone will be there to assist them.

Tim Fallowfield, Company Secretary, Corporate Services Director & Board Sponsor for Disability, Age and Carers at Sainsbury’s said, “We are delighted to be working with fuelService to make this option available to as many of our customers as possible. We want to be the most inclusive retailer, making all our customers feel welcome when they shop with us. Sainsbury’s is focusing on delivering great service that works for everyone, which is why it’s important we offer an alternative interactive telephone service alongside the app for those without smartphones. We hope people spread the word to make sure those that need it most are aware the service is available.”

Niall El-Assaad, founder of fuelService commented, “It’s fantastic that Sainsbury’s is the UK’s first supermarket to offer this service to its customers. Refuelling has always been a frustrating issue for disabled drivers. While you have your independence in being able to drive, the limited options to pump your own petrol can leave you with a very restricted route. Often the only option is to beep your horn, flash your lights and wave your blue badge about – a method which can be very embarrassing and also offers no guarantee of service. By providing customers with the option to quickly check for assistance in advance we hope to give them more freedom to travel without any constraints.”

Graham Footer, Chief Executive, Disabled Motoring UK added: “Refuelling continues to be a daily struggle for disabled motorists and it’s a challenge that has been going on for far too long. Everyone with a disability or impairment can benefit from a solution like this and it’s great to see Sainsbury’s leading the way and making it easily accessible to thousands of its customers.”

Contact:

press_office@sainsburys.co.uk
020 7695 7295

Source: Sainsbury

###

Sainsbury’s invests on its colleagues on disability awareness training

Sainsbury’s invests on its colleagues on disability awareness training
Sainsbury’s invests on its colleagues on disability awareness training

 

London, 2016-Nov-07 — /EPR Retail News/ — To give its deaf customers a better experience in store, Sainsbury’s has created a short film for its colleagues on how to communicate with deaf customers, particularly those who use British Sign Language (BSL).

  • Retailer creates award-winning film to teach all colleagues basic sign language
  • Film now being made public to enable more people to learn
  • Sainsbury’s has invested over 50,000 hours in the past year on disability awareness training

The innovative film was created as part of Sainsbury’s non-visible disabilities awareness week, after colleagues expressed a lack of confidence at communicating with customers who are deaf sign language users.

Sainsbury’s held workshops with its colleagues who are deaf sign language users to develop the film. The workshops helped provide insights on colleagues’ own experiences of shopping and which signs would be most useful to teach the retailer’s 161,000 colleagues who would watch the video.

In a first for UK food retailers, Sainsbury’s is making the internal film public to help more people feel comfortable communicating with the one in six people in the UK who have some form of hearing impairment or deafness.

Tim Fallowfield, Company Secretary and Corporate Services Director and Board Champion for Disability and Carers at Sainsbury’s said: “Our vision is to be the most inclusive retailer where people love to work and shop. We are committed to investing in disability awareness training and this film is just one way that we are providing additional help to our customers with disabilities.”

Sainsbury’s has received endorsement for the film from the Royal Association for Deaf People. Dr. Jan Sheldon, Chief Executive at the charity, said: “Communication between Deaf and hearing people can be difficult for both parties, but it can be made easier through awareness and education. The Royal Association for Deaf People support mainstream services to become more accessible to Deaf people. We’re delighted to see how committed Sainsbury’s are to providing accessible services to Deaf people.”

Tracey Kennard, a colleague at Sainsbury’s Dartford store who was in the film said: “As a child growing up with a deaf parent, I know how difficult it can be for a deaf and hearing person to communicate directly. Since watching the film, I have noticed a real change in my colleagues. They have gone from being nervous and handing over to me when a deaf customer needs assistance, to having the confidence to have a go – and once they’ve started, they often find they can help the customer without my involvement. All it takes is a simple signed ‘Hello’ for a deaf customer to feel valued, and a colleague to feel more comfortable in continuing the conversation using gestures or written words to make sure we’re delivering great service for our customers.

The film, titled ‘”Life Doesn’t Come With Subtitles”: Tips for Communicating with Deaf Customers’ recently won gold at the EVCOM Clarion Awards, the leading awards for recognising best practice in communicating the importance of CSR, diversity and other issues through live and visual communications.

Over the past year, Sainsbury’s has invested over 50,000 hours on in training store colleagues how to help customers with visible disabilities and non-visible disabilities. In 2015, Sainsbury’s became the first food retailer in the UK to bring SignVideo to its customer service centres – revolutionising the way our deaf customers can communicate with our call centres.

Press Enquiries:
press_office@sainsburys.co.uk
020 7695 7295.

Source: Sainsbury

###

Sainsbury’s becomes the first food retailer in the UK to bring SignVideo to its customer service centres

Sainsbury’s is the first food retailer in the UK to bring SignVideo to its customer service centres – revolutionising the way deaf British Sign Language (BSL) users can contact them.

LONDON, 2015-6-8 — /EPR Retail News/ — The year-long trial begins this week and enables deaf customers using BSL to contact Sainsbury’s call centres via a secure video interpreting service.

Sainsbury’s is committed to ensuring the customer experience is as easy as possible and this service means that deaf customers using sign language can now call them instantly at no cost.

How it works:

  • The service allows customers to place a call to Sainsbury’s careline and grocery online contact centres via a free link on the Help Centre.
  • It instantly connects deaf customers to a BSL interpreter who phones the call centre and relays the conversation in real time.
  • The service will be available at all times Monday-Friday 8am-6pm and is free to use.

Sainsbury’s already offers Text Relay which is used by many deaf and hard of hearing people. However, for the first time deaf customers will have instant British Sign Language access when calling the supermarket. Previously, deaf BSL users had to rely on hearing friends or relatives to make a call for them. With SignVideo they can do it themselves from the comfort of their own home, with waiting times of less than 30 seconds.

Tim Fallowfield, Company Secretary, Corporate Services Director and Board Champion for Disability and Carers at Sainsbury’s said: “We pride ourselves on our customer service, and part of this is making sure it’s as easy as possible for all our customers to communicate with us about their shop. We already have induction loops in all our stores for hearing aid users, and we’re pleased to be trialling this innovative solution to make it even easier for our deaf BSL customers to get in touch with us when they need to.”

Sainsbury’s brings SignVideo to Deaf BSL customers [Click CC for English subtitles] from SignVideo on Vimeo.

Jeff McWhinney, Chairman and Founder of SignVideo, said: “Sainsbury’s has broken new ground in embracing SignVideo, a video relay service in British Sign Language (BSL). They have been pro-active in seeking to ensure equality in their customer service experience for deaf BSL customers and SignVideo is looking forward to working with them. By implementing this technology, Sainsbury’s has shown the way forward for the food and retail industry and I hope that more will follow their example by opening up access to deaf BSL customers.”

Diversity and inclusion are part of Sainsbury’s heritage and they aspire to take a leadership approach to disability. Sainsbury’s has supported the Disability Confident Campaign since its inception, helping to remove the barriers to work that disabled people face, increase understanding of disability and ensure everyone has the opportunities to fulfil their potential and realise their aspirations.

Justin Tomlinson MP, Minister for Disabled People, said: “I wholeheartedly commend Sainsbury’s for implementing this innovative SignVideo service. As one of our key Disability Confident partners, they are showcasing how businesses can use technology to make their products more accessible. I hope others will follow Sainsbury’s lead and recognise the business benefits of supporting disabled customers.”

George Selvanera, Director of Policy, Services and Communications at Business Disability Forum (BDF) said: “We are absolutely delighted that BDF Partner Sainsbury’s is innovating further in meeting the needs of deaf customers through its partnership with BDF strategic alliance SignVideo. It further enhances Sainsburys reputation for leadership in meeting the needs of disabled and older customers.”

Notes to Editors

SignVideo provides British Sign Language (BSL) video interpreting services to enable communication between the community of over 150,000 deaf BSL users in the UK and hearing people. The service allows users to make and receive BSL interpreted video calls so that they can effectively and effortlessly communicate with each other. This happens through a professional video interpreter who relays the call between BSL and English and the service is available instantly on tablets, smartphones, computers and laptops via apps and software.

Established in 2004, SignVideo is led by Jeff McWhinney, a well-known deaf entrepreneur who fights tirelessly for equality of the deaf and hearing community. Today, SignVideo, a predominantly deaf-led organisation, provides their service to the government, NHS, councils, UK banks, telecommunications providers, helplines and many other types of organisation.

###

Sainsbury’s becomes the first food retailer in the UK to bring SignVideo to its customer service centres

Sainsbury’s becomes the first food retailer in the UK to bring SignVideo to its customer service centres